Tier 1 Technical Support Representative Jobs

Must have excellent customer service skills and manage time well, working with multiple clients at the same time

Assist inexperienced or nontechnical end users in resolving issues

Interfaces directly with customers to ensure their issue(s) are resolved and a superior customer experience is provided

2+ years of Inbound/Outbound Technical Support Center experience

Diagnoses browser and networking issues

Records and/or maintains accurate information within ticketing system

Microsoft Office, Incident management platforms (JIRA, Zendesk), Android and iOS experience an asset.

Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management.

Work with the Tier 2 Technical Support Representatives to enforce our incident management procedure, report issues, and verify hotfixes.

Effectively manage heavy workload consisting of Chat, E-mail and Phone contacts.

Excellent grammar and written communication skills.

Create end user and internal knowledge base documentation

Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority

Ensure Knowledge base documentations are updated and maintained accurately in a timely manner and provide continuous feedback opportunities.

Excellent verbal and/or written communication skills with ability to provide exceptional customer service and de-escalate the customer as needed.

Advanced computer skills, including utilizing multiple software systems and Microsoft/Excel.

Critical thinking, Problem Solving, self-starting and multi-tasking abilities necessary

6 months-1 year experience in a customer service role.

Proven customer support experience or experience as a client service representative

Strong phone contact handling skills and active listening

Excellent communication and presentation skills

Ability to multi-task, prioritize, and manage time effectively

Associates degree or, High School Diploma + proven experience.

2+ years of proven track record/experience

Be the first stage of support covering our Guardian product and associated Embedded offerings using the GuardianConnect SDK

Become familiar with the Guardian Firewall product and partner-based offerings that we’ve launched through our Guardian Connect program and SDK

Use your initiative to proactively find ways to improve the customer experience

Experience providing technical support for a consumer product

Experience with working on call in a 24/7 environment

Experience using Zendesk or a similar ticketing system

Troubleshoot issues that require in-depth technical knowledge and advanced problem-solving skills.

Manage support content and video management.

Offer "premium Support" to key customers.

3-5 years of technical support experience

In-depth technical knowledge and understanding of software, APIs, and databases

Experience with data analysis and reporting

Experience and special interest in computer systems, networking, or other information technology skills.

Prior experience utilizing remote support applications (LogMeIn, TeamViewer, Remote Desktop).

Accurately and thoroughly documents all troubleshooting and resolution information and manages technical case structure in company CRM/ERP.

Collaborates with other technical support members to offer insight during the troubleshooting process.

Minimum of 2 years’ experience in an animal hospital setting or technology-based call center is strongly preferred.

Excellent customer service skills and professionalism including patience, ability to listen and ability to follow up effectively with all staffing levels

Excellent time management and multitasking skills Strong personal commitment to quality, customer service, and patient safety

Work well with people from different disciplines with varying degrees of technical experience while maintaining a positive attitude

Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems

Excellent customer service skills (written and verbal) a must

Ability to work in a remote, home office-based environment

Experience using a computer in a work setting

Microsoft Office, Incident management platforms (JIRA, Zendesk), Android and iOS experience an asset.

Perform problem analysis and isolate issues of minimal to moderate complexity, with minimal instruction and oversight from team leads and/or management.

Work with the Tier 2 Technical Support Representatives to enforce our incident management procedure, report issues, and verify hotfixes.

Effectively manage heavy workload consisting of Chat, E-mail and Phone contacts.

Excellent grammar and written communication skills.

Create end user and internal knowledge base documentation